Head of Customer Satisfaction & Quality – TURCA

About the role:We are looking for a highly experienced and visionary Head of Customer Satisfaction & Quality – TURCA to lead our Customer Satisfaction & Quality organization and shape the future of customer experience and quality across the business.This role is responsible for defining and executing customer satisfaction and quality strategies that drive customer loyalty, quality excellence, operational performance, and sustainable business growth. As a senior people leader, you will oversee multiple teams and managers, ensuring high standards of customer satisfaction and quality while leading transformation and continuous improvement initiatives that deliver measurable customer and business outcomes.You will serve as a key partner to Commercial, Supply Chain, Manufacturing, Services, Finance, Digital Transformation, and Business Leadership teams, influencing strategic decisions and driving continuous improvement across the end-to-end customer journey.What will you do?Strategic Leadership & Customer Satisfaction ExcellenceDefine and execute the Customer Satisfaction & Quality strategy aligned with business objectives and customer expectations.Champion a customer-centric and quality-driven culture that continuously improves customer satisfaction, loyalty, and overall experience.Develop long-term initiatives that elevate customer satisfaction and quality across all customer touchpoints.Act as the voice of the customer within the organization and influence strategic decisions through customer insights, quality data, and analytics.Lead customer satisfaction and quality transformation programs and continuous improvement initiatives.Quality Excellence & Business PerformanceLead Customer Satisfaction & Quality teams and ensure effective management of customer quality issues, complaints, escalations, and improvement actions.Ensure operational effectiveness through strong quality governance, performance management, and continuous improvement frameworks.Drive performance against key customer satisfaction and quality metrics, including customer satisfaction, complaint resolution, quality performance, and service excellence.Identify systemic quality issues, operational risks, and process inefficiencies while implementing sustainable corrective and preventive actions.Continuously improve end-to-end processes and customer journeys to enhance quality and customer outcomes.Leadership & Organizational DevelopmentLead, coach, and develop a team of managers and Customer Satisfaction & Quality professionals.Build a high-performing organization focused on accountability, customer centricity, engagement, and continuous learning.Drive succession planning, talent development, and leadership capability building across the organization.Foster a collaborative and inclusive culture that supports innovation, quality excellence, and continuous improvement.Inspire teams through periods of change and business transformation.Stakeholder & Cross-Functional ManagementPartner with senior leaders across Sales, Services, Supply Chain, Logistics, Manufacturing, Finance, and Digital functions to optimize customer satisfaction and quality outcomes.Serve as the primary escalation point for critical customer satisfaction and quality situations.Influence cross-functional decisions impacting customer experience, quality, and operational performance.Establish strong governance mechanisms with key stakeholders to ensure alignment, ownership, and accountability.Transformation & Continuous ImprovementLead digitalization and automation initiatives that enhance customer satisfaction, quality, and operational efficiency.Utilize customer insights, Voice of Customer (VOC) programs, quality data, and performance analytics to identify opportunities for improvement and innovation.Drive process standardization and best-practice implementation across Customer Satisfaction & Quality activities.Sponsor large-scale improvement projects that reduce complexity, prevent recurring customer issues, increase productivity, and improve overall service and quality performance.What qualifications will help you succeed?ExperienceBachelor's degree required; Master's degree preferred.15+ years of experience in Customer Care, Customer Experience, Commercial Operations, Order Management, Supply Chain Customer Service, or related functions.Minimum 5+ years of leadership experience managing managers and/or multiple teams.Proven success leading large-scale customer service organizations within a multinational environment.Strong track record of driving operational excellence, customer satisfaction improvements, and business transformation initiatives.Advanced level of English and Turkish is requiredLeadership CompetenciesStrategic mindset with the ability to balance long-term vision and operational execution.Exceptional leadership, coaching, and organizational development capabilities.Strong executive presence and stakeholder management skills.Ability to influence and collaborate across all organizational levels.Experience managing complex business challenges within matrix organizations.Functional ExpertiseCustomer Experience (CX)Customer Care OperationsOrder-to-Cash ProcessesCommercial OperationsService ExcellenceProcess ImprovementPerformance ManagementChange ManagementDigital Transformation